Job Description

Roles & Responsibilities

Role Purpose

ITSM Senior Consultant role Purpose is to provide expert advisory services on IT Service Management (ITSM) best practices and deliver end-to-end technical configurations of ITSM tools. This role bridges the gap between ITIL-aligned processes and technical implementation, ensuring customers achieve streamlined service delivery, automated workflows, and robust service governance.

Job Profile

• Process Consulting: Assess client ITSM maturity, lead discovery workshops, and design ITIL-aligned processes (Incident, Change, Problem, Request,etc..).
• Tool Configuration: Lead the technical setup, workflow automation, and UI customization of ITSM platforms such as ServiceNow, BMC Helix, or Jira Service Management.
• Solution Architecture: Design ITSM data models, CMDB structures, and integration logic with external monitoring and ERP tools.
• Customer Management: Translate complex technical configurations into business value for executive sponsors and C-level stakeholders.
• Project Management: Support the delivery manager in planning, effort estimation, and identifying technical risks during the implementation lifecycle.
• Risk Management: Proactively identify and mitigate risks related to data migration and system availability during tool transitions.
• Compliance & Auditing: Ensure that all configured ITSM workflows align with relevant regulations, industry standards, and internal audit requirements.

Desired Candidate Profile

• 5 to 8 years of experience in ITSM consulting or ITSM tool implementation roles.
• Tool Expertise: Deep hands-on experience in configuring and administering industry-leading platforms like Micro Focus, IBM Maximo, etc..
• ITIL Mastery: Strong functional knowledge of the ITIL framework (v4, V5 preferred) and its application in diverse customer environments.
• Technical Skills: Experience with API integrations (REST/SOAP), JavaScript for tool customization, and CMDB discovery techniques.
• Consulting Skills: Proven ability in workshop facilitation, requirements elicitation, and producing high-quality process documentation.
• Communication: Excellent command of Arabic and English with strong presentation skills for technical and executive audiences
• Must have technical / professional qualifications:
• Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
• Certifications: ITIL 4 /Managing Professional and at least one tool-specific certification.
• Portfolio: Demonstrated history of successful ITSM tool migrations and process design projects.
• Data Handling: Strong SQL skills and familiarity with ETL processes for migrating legacy service data.

Worried that you don t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you re excited about this role but your experience doesn t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.